WhatsApp Business
WhatsApp Business puts your agent on the number your customers already message. The agent replies to chats with the same knowledge and tools it uses on the phone, can answer voice notes, and you can start conversations with Meta-approved message templates. You can keep using the WhatsApp Business app on your phone: you and the agent share the same number.
The path is Integrations - Catalogue - WhatsApp Business - Connect. Sign-in happens in a Meta window (Meta Embedded Signup); you never paste a token. Each connected number belongs to the company and is answered by one agent. You manage it afterwards on that agent under Channels - WhatsApp.
WhatsApp Business is in pilot. If the card is not in your Catalogue, it is not enabled for your account yet. Contact Voice Logica support.
What you need before you start
Section titled “What you need before you start”- A Facebook account that is an admin of your business’s Meta business portfolio, or permission to create one during sign-up.
- The phone number to connect:
- Already on the WhatsApp Business app: have that phone with you. You confirm a code in the app, and the app must stay open while existing chats sync.
- Not on WhatsApp yet: a number that can receive Meta’s verification.
- The agent that should answer. Check its knowledge and instructions first: it answers customers from the first message.
- Allow pop-ups for Voice Logica, and turn off content blockers that block Facebook scripts.
What you enter
Section titled “What you enter”Everything else (business portfolio, WhatsApp account, number) is chosen in Meta’s window.
First setup
Section titled “First setup”-
Integrations - Catalogue - WhatsApp Business - Connect
Pick the Agent that should answer.
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Choose how to connect
- Keep WhatsApp Business app if the number is already on the WhatsApp Business app. You keep chatting from the phone; the agent answers on the same number.
- Connect new number for a number that is not on the app.
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Finish in Meta’s window
Sign in with Facebook, choose or create your business portfolio and WhatsApp account, and pick the number. With Keep WhatsApp Business app, confirm the code in the app on your phone and keep the app open until chats have synced. When the window closes, the number appears under Connected numbers as Active.
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My Agents - this agent - Channels - WhatsApp
Check that the number is switched on for this agent, and that Enable messaging is on. Turn on Enable typing indicator so customers see the agent is replying, and Enable audio message response if customers send voice notes.
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Prove it
From another phone, send a WhatsApp message to the number with a question your agent knows. The reply should arrive within seconds. Open Calls: the conversation is listed there like a call.
Start a conversation
Section titled “Start a conversation”WhatsApp only lets a business message someone first with an approved template. After the customer replies, the agent continues the chat normally.
- On the agent’s Channels - WhatsApp, open the number and go to Message templates - New template. Enter Name (lowercase letters, numbers and underscores), Language, Category and Body, with variables such as
{{name}}. Save template sends it to Meta for review. - When Meta approves it, send it from Outbound message, or from a contact with Send WhatsApp. Fill every template variable before sending.
Editing a template sends it back to Meta for review.
What it can do
Section titled “What it can do”- Answer WhatsApp chats with the agent’s knowledge, instructions and tools, on the number you already use.
- Let you and the agent share the number: you reply from the WhatsApp Business app whenever you want.
- Understand voice notes and reply with a voice note in the agent’s voice.
- Mark messages as read and show a typing indicator while the agent writes.
- Create, edit and delete message templates, and start conversations with approved ones.
- Answer WhatsApp voice calls to the number with Enable WhatsApp calling, when Meta allows calling on that number.
- Keep every conversation in Calls, next to your phone calls.
Troubleshooting
Section titled “Troubleshooting”The Meta window does not open or closes with an error
- Meta’s sign-in script failed to load: a browser extension or network filter is blocking Facebook. Allow it, or try another browser.
- Sign-up was cancelled before the number was connected: the Meta window was closed early. Start again from Connect.
- Connecting the number failed. The code may have expired: the Meta code is short-lived. Run the sign-up again without pausing between steps.
Connected, but Meta did not confirm phone registration
The number is linked but Meta has not finished registering it. Check the number in Meta Business Manager and complete any step Meta asks for. Then send a test message again.
Messages arrive but the agent does not reply
Open the agent’s Channels - WhatsApp and check:
- The number is switched on for this agent. If it says it is already answering on another agent, turn it off there first. A number answers on one agent at a time.
- Enable messaging is on.
- The agent itself works: try it on Try this agent.
I cannot send the first message
Only approved templates can start a conversation. If the template list is empty, create one under Message templates and wait for Meta’s approval. Rejected or pending templates cannot be sent.